ETENDERS

Contract award notice

Information

Published

Date of dispatch of this notice: 13/03/2020

External Reference: 2020-242760

TED Reference: 2020/S 055-130775

Contract award notice

[NoticeContractAward]

[NoticeContractAwardSub]

[Directive201424]

[Section1]: [Ca]

I.1)

[NameAddressContact]

Department of Foreign Affairs and Trade/An Roinn Gnóthaí Eachtracha agus Trádála
N/A
80 St Stephen's Green
Dublin
Dublin
IE
[AddressEmail]: consultant.tenders@dfa.ie
[Internets]:
[UrlGeneral]: http://www.dfa.ie
[UrlBuyerprofile]: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/246

I.2)

[JointProcurement]

[JointProcurementCentral]
I.4)

[CaType]

[MaintypeMinistry]
I.5)

[Mainactivity]

[MainactivGeneral]

[Section2]: [Object]

II.1)

[QuantityScopeContract]

II.1.1)

[TitleContract]

Provision of a Webchat Platform to the Passport Service
II.1.2)

[CpvMain]

48500000  - 
II.1.3)

[TypeContract]

[Services]
II.1.4)

[DescrShort]

Request for Tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the Services comprise:
A cloud based webchat solution for the Customer Service Hub within the Passport Service.
The goals of this tender are:
 To deliver a webchat Solution which enables the recording, tracking, and reporting of customer queries.
 Enables the development of canned responses for high volume query types, providing consistency in service delivery.
II.1.6)

[LotsInfo]

[DivisionLots]: [No]
II.1.7)

[ValueTotal]

[ValueExclVat]:  330000.00  EUR
II.2)

[Description]

II.2.2)

[CpvAdditional]

48510000  - 
72250000  - 
72260000  - 
72000000  - 
II.2.3)

[PlacePerformance]

[MainsiteplaceWorksDelivery]:  
Dublin 2
II.2.4)

[DescrProcurement]

Request for Tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the Services comprise:
A cloud based webchat solution for the Customer Service Hub within the Passport Service.
The goals of this tender are:
 To deliver a webchat Solution which enables the recording, tracking, and reporting of customer queries.
 Enables the development of canned responses for high volume query types, providing consistency in service delivery.
II.2.5)

[AwardCriteria]

[AwardCriteriaBelow]
[AwardCriterionQuality]  -  [AwardCriterionName]:  Functional Requirements  /  [Weighting]:  10000
[AwardCriterionQuality]  -  [AwardCriterionName]:  Technical Requirements  /  [Weighting]:  7500
[AwardCriterionQuality]  -  [AwardCriterionName]:  Support Model and Approach  /  [Weighting]:  5000
[AwardCriterionQuality]  -  [AwardCriterionName]:  Project Approach  /  [Weighting]:  2500
[AwardCriterionQuality]  -  [AwardCriterionName]:  Chatbot Capabilities  /  [Weighting]:  2500
[AwardLowestCost]  -  [AwardCriterionName]:  Costs  /  [Weighting]:  22500
II.2.11)

[OptionsInfo]

[Options]: [No]
II.2.13)

[EuProgrInfo]

[EuProgrRelated]: [No]

[Section4]: [Procedure]

IV.1)

[Description]

IV.1.1)

[TypeProcedure]

[ProctypeOpen]
IV.1.8)

[GpaInfo]

[GpaCovered] : [Yes]
IV.2)

[InfoAdmin]

IV.2.1)

[PubPrevious]

[NumberOj]: 2019/S 194-471825

[Section5]: [AwardOfContract]

[ContractNumber]: 1

[TitleContract]: Provision of a Webchat Platform to the Passport Service

[AwardConfirm]: [Yes]
V.2)

[AwardOfContract]

V.2.1)

[DateAward]

19/02/2020
V.2.2)

[AwardOffersInfo]

[OffersReceived]:  5
[OffersReceivedElectronic]:  5
[AwardedGroup] :  [No]
V.2.3)

[AwardedToName]

EdgeTier
549220
Block B, Iveagh Court, Harcourt Road
Dublin 2
Dublin 2
IE
[AddressPhone]: +353 859124833
[AddressEmail]: info@edgetier.com

[AwardedSme] : [Yes]
V.2.4)

[ValueContractInfo] ([ExclVat])

[ValueTotalFinal]:  330000.00  EUR

[Section6]: [InfoComplement]

VI.4)

[AppealsProcedure]

VI.4.1)

[AppealsBody]

The High Court
Four Courts
Dublin
7
IE
[AddressEmail]: highcourtcentraloffice@courts.ie